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Skills

  • Social media networking
  • Conflict resolution with guests and staff
  • Guest satisfaction improvement strategies
  • Coordination of housekeeping with front desk operations
  • Employee performance coaching
  • RFI Scanners
  • Customer reviews and reputation management on platforms like Workday
  • MS Office
  • Event coordination within hospitality spaces
  • Reporting

Work Experiences

  • Achieved a 31% reduction in check-in/check-out errors.
  • Was in charge of the day-to-day operations of a brand new 13-room hotel with a staff of 8 employees.
  • Achieved a 26% improvement in guest satisfaction scores.
  • Achieved Outstanding Service Award for excellence in customer service.
  • Assisted in the creation of process procedures.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Learned vendor management and risk assessment to help with office needs.
  • Assisted guests with check-in and provided information on the hotel's various services.
  • Collaborated with the maintenance department.
  • Collaborated with the maintenance department to reduce equipment down-time by 61% ensuring rooms were operational and ready within three years.

Summaries

  • Achieved 51% faster availability during peak trading times.
  • Budget management Committed to identifying and leveraging opportunities for growth, with a proven ability to build effective teams.
  • Highly educated, self-assured, and able to communicate effectively.
  • Strategic planning in system settings and cross-functional collaboration in process improvement settings.
  • Accomplished Assistant Rooms Manager adept in SOP development, with a track record of implementing procedures that facilitated smoother operations and increased staff efficiency by 58%.
  • Accomplished manager with expertise in multi-tasking.
  • Achieved $9 in cost savings for performance reporting.
  • Assistant Rooms Manager and team leader with 11 years of experience in framework settings.
  • Miscellaneous student seeking hands-on experience through an internship in vendor management.
  • Customer-focused professional who is bilingual in German and has experience in sales and marketing.

Accomplishments

  • Introduced a safety and compliance training program that led to a 85% decrease in staff-related incidents within the past year.
  • Optimized check-in and check-out processes, reducing guest wait times by 17 minutes and improving front desk satisfaction ratings.
  • Improved departmental communication by implementing a digital task management system, leading to a 49% increase in task completion efficiency.
  • Implemented a cross-training program for front desk and housekeeping staff, enhancing operational flexibility and improving coverage by 85%.
  • Part of a management team that oversaw room renovations, completing the project 10 weeks ahead of schedule and under budget.
  • Executed weekly staff meetings to streamline service protocols and improve communication, resulting in a 59% decrease in guest incidents.
  • Effectively managed a high-performing team of 4 employees, achieving consistent performance metrics that exceeded company targets by 70%.
  • Led the successful integration of a new Property Management System (PMS), improving room allocation efficiency by 44%.
  • Oversaw the transition to a contactless guest check-in process, increasing satisfaction scores by 67% in 2024.
  • Implemented new software for housekeeping management, resulting in a 45% reduction in cleaning time per room.

Affiliations

  • Active Member, Customer Experience Professionals Association (CXPA) – Gained insights into enhancing overall guest satisfaction through structured feedback systems.
  • Partner, National Association of Hotel & Lodging Executives (NAHLE) – Aided in creating best practices and resources for managing rooms division staff.
  • Alumni, Leadership Development Program – Completed leadership training focused on staff management and guest engagement in the hospitality industry, 2021.
  • Member, Hospitality Financial and Technology Professionals (HFTP) – Leveraged technology insights and financial management strategies for operational improvements.
  • Professional Affiliation, International Hotel & Restaurant Association (IH&RA) – Collaborated on global hospitality initiatives and professional development opportunities.
  • Board Member, Green Hotels Initiative – Drove sustainability initiatives in housekeeping and guest services as part of an industry-wide green practices collaboration.
  • Volunteer Staff Trainer, Local Hospitality Schools – Provided hands-on training to students as part of ongoing community outreach initiatives.
  • Certified Rooms Division Executive (CRDE) – Accredited by AHLEI to validate expertise in managing both front office and housekeeping operations.
  • Certified Hospitality Supervisor (CHS) – Credentialed through the American Hotel & Lodging Educational Institute (AHLEI) to demonstrate expertise in leading staff in hospitality operations.
  • Volunteer, Hotel & Hospitality Charity Events – Coordinated charity efforts for local community involvement and giving back through hotel and lodging services.

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Hospitality Trainer (CHT) by the Educational Institute of the AHLEI
  • American Academy of Financial Management (AAFM)
  • Six Sigma Green Belt for Hospitality Management by the Institute of Industrial and Systems Engineers (IISE)
  • Certified Guest Room Attendant (CGRA) by the American Hotel & Lodging Educational Institute (AHLEI)
  • Hotel Operations Online Certificate Course by eCornell
  • Professional in Human Resources (PHR) Certification by the HR Certification Institute (HRCI)
  • Certified Master Concierge (CMC) by the International Concierge and Lifestyle Management Association (ICLMA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Manager of Housekeeping Operations by the International Executive Housekeepers Association

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